The cost of poor service:
Elsewhere on this site we have summarised five key economic
truths that quantify the real
costs of
poor service. This is the first step on
the road towards building a customer-driven enterprise. These principals
form the foundation to the tools and calculators discussed
below.
Tools and calculators:
The tools and calculators contained on these pages can help
to provide an estimate of what your customers are worth,
the revenue that might be at-risk in your
organisation from current levels of customer satisfaction,
and the cost of multiple customer call-backs
that arises when customer expectations are not met.
You may have access to company-specific
research data of your own, but where not, we have populated
the calculators with data from some of our industry-wide
studies. By running these calculators with some of your own company's data the foundation to a company-specific model can
be constructed that can help guide investments in service
quality.
CTMA works closely with clients to develop
client-specific financial modes as part of its customer
experience baseline research. Through sensitivity
analysis, these models can help identify where investment in
customer service might yield the best returns.
Resources and links:
We have also compiled a number of links to
other on-line resources that may be helpful in your quest
for building an excellent customer experience.
Please remember though, if anything here is of interest to you, or
if there is something CTMA can do to help make you and your
organisation more successful, please
get in touch. We can easily arrange a time for an
initial discussion (or even a casual chat) by phone, by
Skype or in person.
|
